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,- CITY OF SANTA ANA <br /> e. Amount of assistance eligible for based on above criteria <br /> 17. Drafting loan agreements, covenants agreements, recertification letters, approval) <br /> rejection letters. <br /> 18. Application Status reminders <br /> 19. Annual program compliance abilities. <br /> Software offered that does not meet these minimum requirements may be considered <br /> non-responsive and may be rejected. <br /> Minimum Service Requirements <br /> i. Customer Support <br /> GMS will come with technical support for both City system users and public access <br /> Provision of end-user support including telephone support for user-level questions about <br /> how to use Software to perform the user's job function. <br /> 2. IT Communication: <br /> Provision of guidance, troubleshooting and correspondence to City staff to help with <br /> supporting the configuration of the software. <br /> 3. Hardware, Network and Security Tips: <br /> Provision of technical-level guidance to City staff to assist with hardware and network <br /> and security specifications <br /> 4. Account Management: <br /> Provision of a dedicated Account Manager who monitors issues, coordinates regular <br /> service release installation, and tracks our business process cycles to help the City <br /> provide consistent and reliable services. An Account Manager shall be available for <br /> periodic reviews on the status of open issues and future goals. <br /> 5. Agency-Specific Process Training: <br /> Provision to City, and community service partner agency (as necessary) employees' <br /> training on the use of the software to perform specific business processes. Detailed <br /> system requirements have been developed based on City's business processes and <br /> needs. Proposals should differentiate which requirements come standard in their GNS <br /> and which will need to be custom configured to meet City's requirements, <br /> 6. Participation in planning, stakeholder, and ongoing meetings: <br /> The Lead Service Manager is expected to initiate planning meetings within a week after <br /> entering a contract and is expected to communicate and meet with the project manager <br /> and key stakeholders at least once a week throughout the implementation process. The <br /> Lead Service Manager must schedule and attend project related meetings as frequently <br /> as needed. <br /> Implementation Deadline: <br /> The GMS must be implemented, with complete functionality to replace existing system by a <br /> mutually agreed upon time. <br /> City of Santa Ana RFP No.25-137A Page 19 of 46 <br />